We understand that it is frustrating when a booking is cancelled by the system.
However, there is always a reason for the cancellation.
Please find the possible reasons below:
Your credit card did not cover the booked amount.
You did not start the booking at the scheduled time.
The vehicle had to be taken into maintenance.
You did not settle outstanding payments within the given deadline.
Here are the details and what you can do:
Your credit card did not cover the booked amount.
Directly at the time of booking or 1 hour before the booking starts, a pre-authorisation of the expected booking amount is made on your payment method.
If this pre-authorisation is not successful, the booking is cancelled because the likelihood that the payment cannot be completed is very high.
What can you do?
If you have another payment method stored in your profile, you can use it and book again.
Note: Adding a new payment method is currently disabled for security reasons.
How will you be notified?
You did not start the booking at the scheduled time.
Some sharing providers automatically cancel bookings if a driver does not start the booking at the planned time or within a predefined time window.
What can you do?
You must book the vehicle again, provided it is still available.
How will you be notified?
You will be informed via app and email.
The vehicle had to be taken into maintenance.
If a vehicle was involved in an accident or is otherwise no longer roadworthy, it must be removed from the sharing fleet. This can happen at any time.
Subsequent bookings may then need to be cancelled by the provider or customer support.
What can you do?
In this case, options are limited. You can only book an alternative vehicle if another one is available.
How will you be notified?
You will be informed via app and email.
You did not settle outstanding payments within the announced period.
If there is an outstanding payment linked to your user account, you will be notified via email. You will also receive information on how to settle the outstanding amount and unlock your user account.
These notifications also include a note that existing bookings will be cancelled if the outstanding payment is not settled in time.
What can you do?
Settle the outstanding amount immediately.
How will you be notified?
You will be informed via app and email.